topic Re: Cancellation and still being charged in Archive

Cancellation and still being charged

PGC — Sat, 23 Apr 2022 22:12:43 GMT

I cancelled my sky subscription for broadband well over a month ago and have proof of this.
I must include that I am out of any contract with Sky (as I was paying £25 a month and it increased to £34, hence why I changed providers).

Despite cancelling, I am still being charged £34 a month. I have just logged onto my sky account hopeful that this is the last payment, even though the Sky customer support officer had confirmed my last payment would be in March 22' (not April). But it also includes I have upcoming payments.

I have seen a couple of other posts noting similar experiences. Is this an issue with Sky? Perhaps they need to investigate their current protocol to cancellations out of contract.

It's so disappointing to experience this as I have been a loyal customer to Sky and this is causing unnecessary stress which I now need to sort ourt.

Re: Cancellation and still being charged

Mark39 — Sat, 23 Apr 2022 22:21:06 GMT

Did you receive a letter or an email from Sky confirming the cancellation?

Re: Cancellation and still being charged

SKY1992bf — Sun, 24 Apr 2022 13:14:10 GMT

@PGC If you transferred to virgin there's no automatic switch/cancellation and you have to physically contact Sky to cancel

so who did you switch to and as @Mark39 asked have you official confirmation from sky that services were cancelled after you phoned to cancel

Re: Cancellation and still being charged

stefan5465 — Sun, 24 Apr 2022 21:06:10 GMT

This has happened to me as well, just noticed on the off chance in the my sky app. Cancelled with final date in March, still getting charged and future bills showing a charge.

I've moved away from the standard open reach ADSL stuff to the fibre to the premises separate lines which doesn't trigger the automatic cancellation. Despite getting a cancellation sorted over phone and receiving the email confirming the confirmation date, it hasn't fixed the billing.

my guess is there's a systemic issue.

will be calling tomorrow to sort; but it's more faff I could deal without!

Re: Cancellation and still being charged

Shaneyplop — Tue, 26 Apr 2022 23:02:06 GMT

Have the exact same issue except Ive only just noticed 7 months later.

I cancelled and switched provider has confirmation emails and please changed your mind emails the whole deal.

Still being charged 30quid a month the whole time.

Re: Cancellation and still being charged

Daniel0210 — Wed, 27 Apr 2022 04:36:08 GMT

@Shaneyplop wrote:

Have the exact same issue except Ive only just noticed 7 months later.

I cancelled and switched provider has confirmation emails and please changed your mind emails the whole deal.

Still being charged 30quid a month the whole time.

@Shaneyplop

Which provider did you switch to? Did you return any loaned equipment?

Re: Cancellation and still being charged

Shaneyplop — Wed, 27 Apr 2022 05:07:51 GMT

Went to bt and I was with sky so long they told me I own my equipment now wasnt asked to return.

Re: Cancellation and still being charged

Daniel0210 — Wed, 27 Apr 2022 05:15:17 GMT

@Shaneyplop

To see if they can help I’ve escalated your post to Sky and they may get in touch with you later.

Look out for an email and also a blue/red speech bubble on the bottom left of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. Also if you fail to respond to each message from Sky within 48 hours the chat will automatically close. Replies on the chat aren’t instant so keep checking the chat thread regularly.

Please make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

This link explains how the process works
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Cancellation and still being charged

Shaneyplop — Wed, 27 Apr 2022 05:28:44 GMT

Thanks much appreciated.

Re: Cancellation and still being charged

Mr+Flibbles+86 — Wed, 27 Apr 2022 07:52:01 GMT

Thank you for escalating this. We have sent an invite to chat

Re: Cancellation and still being charged

dmy24 — Fri, 29 Apr 2022 11:05:27 GMT

Hi there, we have not had a reply to our invite in 48 hours so we are now closing this. If you still require support please let us know 🙂

Re: Cancellation and still being charged

Shaneyplop — Thu, 05 May 2022 18:43:32 GMT

Sorry for late reply I thought it was all sorted and was told I would receive a callback sunday to discuss compensation.

After not contact from sky I rang today theyve now done a U turn saying its my fault that Bt didnt take over the line properly so they wont be refunding me anything as there not responsible for charging me.

Im very confused.

Re: Cancellation and still being charged

caesarome — Thu, 05 May 2022 18:52:21 GMT

You said it your opening post here that you cancelled with Sky, did you actually do this or did you sign up to BT ?

Re: Cancellation and still being charged

Shaneyplop — Thu, 05 May 2022 18:56:05 GMT

I contacted sky and they said Bt will take over the line when I start with them, once my Bt contract started I recived a broadband switch email and sorry to see you go things you'd expect so far as I was concerned it was all done properly.

Re: Cancellation and still being charged

caesarome — Thu, 05 May 2022 19:08:19 GMT

As you didn't respond last time I have escalated your post to Sky who will be in touch with you sometime tomorrow regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

Re: Cancellation and still being charged

Shaneyplop — Thu, 05 May 2022 19:10:31 GMT

Ok thank you

Re: Cancellation and still being charged

Lisa-P1987 — Tue, 10 May 2022 10:54:44 GMT

Update – Thanks for chatting to us Shaneyplop. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks 🙂

Re: Cancellation and still being charged

Shaneyplop — Tue, 10 May 2022 10:58:41 GMT

These chats are awful I never know when I get a reply.

Ive been charged for a service I cancelled I even have a cancellation email that Ive been sent by sky why is it so hsrd to get my money back??

Re: Cancellation and still being charged

Daniel0210 — Tue, 10 May 2022 11:00:50 GMT

@Shaneyplop

As this is dragging on and you have had problems with the two chats already escalated it might be quicker to ring Sky.

If you already have a Sky Mobile or a Sky Talk landline call free by just dialling 150, otherwise you can use:
https://www.sky.com/help/home
UK: Scroll down and click on ‘Need more help’ and it provides an 0333 number.
ROI: change the flag in the very bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides an 0818 number.
(The forum filters don’t allow us to type the digits in full).

Stay on the line and don’t hang up if you’re prompted to.

Re: Cancellation and still being charged

Shaneyplop — Tue, 10 May 2022 11:03:49 GMT

I have rang sky twice first guy said everything will be sorted etc. and when I rang to ask why it hasnt been the next guy over the phone told me there is nothing they will do as its my fault sky didnt stop charging me.

If sky record phone calls you can have a listen.